Marketing With Chatbots: Why They Are The Future

Amit Dhawan Mar 14, 2023

In the digital age, businesses are constantly seeking new ways to reach and engage with their customers. One tool that is gaining popularity in the Indian market is chatbots, which are software programs that use artificial intelligence to communicate with customers in real time through messaging apps or websites.

Here are a few reasons why chatbots are becoming an essential part of marketing strategies in India:

1. Convenience for customers: Chatbots allow businesses to provide personalised and immediate support to customers, which is especially important in a country like India where customers expect quick responses to their queries. For example, HDFC Bank, one of India's leading banks, uses chatbots to provide personalised support to its customers through messaging apps like WhatsApp. Customers can ask the chatbot questions about their accounts, request statements, and even block their debit or credit cards through the chatbot. This convenient and immediate support helps to build trust and loyalty with customers.

2. Cost savings: Chatbots can help businesses save on customer support costs by automating tasks that would otherwise be handled by customer service agents. This frees up resources that can be used for other tasks, such as improving products or services or developing new marketing strategies. For example, ICICI Bank, another leading bank in India, has implemented chatbots to handle customer queries and complaints, which have helped the bank reduce its customer support costs and improve its customer satisfaction levels.

3. Personalisation: Chatbots can use artificial intelligence and machine learning to provide personalised experiences to customers based on their past interactions and preferences. For example, Swiggy, a popular food delivery app in India, uses chatbots to provide personalised recommendations to customers based on their past orders and preferences. This helps to improve the customer experience and drive repeat business.

4. Improved customer engagement: Chatbots can help businesses engage with customers in a more meaningful way by providing personalised and timely support. This can help businesses build trust and loyalty with customers and improve their overall customer satisfaction levels. For example, OYO Rooms, a leading hospitality company in India, uses chatbots to provide personalised recommendations and support to customers throughout their stay, which has helped the company improve its customer satisfaction levels.

5. Integration with other marketing channels: Chatbots can be integrated with other marketing channels, such as email and social media, to provide a seamless and consistent customer experience. This can help businesses reach and engage with customers across multiple touchpoints and improve their overall marketing efforts. For example, Reliance Jio, a leading telecommunications company in India, uses chatbots to provide personalised support to customers across multiple channels, including email, social media, and its website.

In conclusion, chatbots are becoming an essential part of marketing strategies due to their convenience for customers, cost savings, ability to provide personalised experiences, improved customer engagement, and integration with other marketing channels. Indian brands like HDFC Bank, ICICI Bank, Swiggy, OYO Rooms, and Reliance Jio have all successfully implemented chatbots to drive their marketing efforts and improve their customer satisfaction levels. By leveraging chatbots, businesses can reach and engage with customers in a more meaningful and personalised way, which can help to build trust and loyalty with their target audience.